Guest Experiences Manager

Description

A Guest Experiences Manager manages the needs of VIP and long-stay Guests and informs other Team Members of VIP/long-stay Guest needs in order to ensure an exceptional Guest experience.

What will I be doing?

As Guest Experiences Manager, you will manage the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. A Guest Experiences Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Responsible to achieve Guest Experience KPI’s such as Stay Experience, HH member experience, QA audits and Review Site Index scores. Build a culture of Guest delight at any guest touch point in the hotel. Build a Core Team of Guest Experience Champions at the hotel and roll out Guest Related Brand initiatives as and when needed. Assist to oversee daily operations in all Guest Experience team, drive departmental objectives for self and team, ensure effective communication and working in a team to reach department KPIs. Create a “WOW” experience of guests, elevating on guest experience - inclusive of high impact touch points and consistently meet and exceed guests and VIP expectations. Support service recovery initiatives in conjunction with concerned departments Conducts monthly audit to ensure compliance with company and brand standards. Support L&D Manager in doing the Quality Meet and driving quality audits. Lead the Guest Experience initiatives to ensure that appropriate training is conducted for team members and guidance provided to perform on their task. Reviews guest feedback with leadership team and ensures appropriate corrective action is taken. To deliver our customer promise – “Make it Right” – Before – during and after the stay. Responds to and handles guest problems and complaints. Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction. Models service behaviors that meet or exceed guest expectations. Attend departmental briefings regularly to share and advise the team of any updates related to guest experience. Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and guest care to team members and guests. Develop and maintain relationship with VIP guest and special attention guests, recognizing their preferences and ensuring attention are met and ensure information are shared across the hotel departments. Undertake daily MOD responsibilities when scheduled. Get familiar with hotel operating system especially OnQ PMS, Kipsu, HotSOS, FCS Undertake tasks as required from by General Manager

Requirements

What are we looking for?

Guest Experiences Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Previous managerial experience in a customer service function
• An ability to listen and respond to demanding Guest needs
• Excellent leadership, interpersonal and communication skills
• Accountable and resilient
• Commitment to delivering a high level of customer service
• Ability to work under pressure
• Flexibility to respond to a variety of different work situations

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Previous experience in a customer service function or a similar role
• A passion for delivering an exceptional level of Guest service
• High level of IT proficiency

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!